Senior Manager, Hub & SP Operations

Palvella Therapeutics, Inc.; Pennsylvania; On-site; USD 150,000 - 180,000; Full time

Job summary

Palvella Therapeutics, Inc. in Wayne, Pennsylvania, is seeking a Senior Manager, HUB & SP Operations to lead patient access and specialty pharmacy coordination.

The role collaborates across Market Access, Commercial Operations, Legal, Compliance, Medical Affairs, IT, and external partners to deliver compliant, patient-centered support programs. The ideal candidate will drive operational excellence across HUB services, copay and patient assistance programs, CRM administration, and vendor

Qualifications

• Bachelor’s degree in business, Healthcare Administration, Life Sciences, or a related field is required.
• 3 years of experience in Patient Services, HUB Operations, Specialty Pharmacy, Market Access, or related healthcare operations.
• Knowledge of reimbursement, prior authorization, copay programs, and specialty pharmacy operations.
• Rare disease, specialty pharmaceutical, or biotechnology experience is required.
• Strong understanding of patient support operations.
• Excellent organizational and project management skills.
• Ability to analyze operational data and identify process improvements.
• Proficiency with CRM systems and Microsoft Office Suite.

Responsibilities

• Oversee daily Patient Access operations to ensure exceptional patient, caregiver, and provider experiences.
• Develop and implement patient support programs, workflows, SOPs, and service standards.
• Monitor program performance and drive efficiency and satisfaction improvements.
• Lead launch readiness and ongoing operational enhancements.
• Act as operational liaison with HUB vendors and specialty pharmacies, tracking performance.
• Manage CRM platform and data integration, testing, and training.

Skills

Project management

Communication

Analytical thinking

Multi-stakeholder collaboration

Education

Bachelor's degree in business/healthcare

Tools

CRM systems

Microsoft Office

Job description

Company:Palvella Therapeutics
Location:Wayne, PA
Reports To:Senior Director, Patient Access & Field Operations

At Palvella Therapeutics, we’re focused on building the leading therapeutic company focused on rare genetic skin diseases with no approved therapies. Our QTORIN™ platform addresses issues in the development of targeted topical treatments including achieving therapeutic drug concentrations and chemical stability, while minimizing systemic absorption of the drug. Applied topically rather than orally, QTORIN™ has the power to transform the current treatment landscape and transform lives.

We are driven by a mission to serve patients who have been left without options, focusing our efforts where the unmet need is greatest. Everything we do is anchored in advancing treatments that can meaningfully change lives where no solutions currently exist.

Palvella Therapeutics (Nasdaq: PVLA) is headquartered in Wayne, Pennsylvania.

Position Overview

Reporting to the Senior Director, Patient Access & Field Operations, the Senior Manager, HUB & SP Operations is responsible for supporting the day-to-day operations of Palvella’s Patient Support programs and ensuring a seamless patient and provider experience throughout the treatment journey. This role partners closely with the Senior Director, Patient Access & Field Operations to execute operational strategies across HUB services, specialty pharmacy coordination, CRM administration, copay and patient assistance programs, and vendor performance management.

This individual will serve as a key operational leader, working cross-functionally with Market Access, Commercial Operations, Legal, Compliance, Medical Affairs, IT, and external partners to deliver efficient, compliant, and patient-centered support programs. The ideal candidate is an organized, collaborative professional looking to expand their leadership responsibilities while developing into a future Patient Services leader.

Patient Access Operations

• Support the Senior Director in the daily management of Patient Access operations, ensuring an exceptional experience for patients, caregivers, and healthcare providers.


• Assist with development, documentation & implementation of patient support programs, operational workflows, SOPs, and service standards.


• Monitor the program performance and recommend process improvements that enhance efficiency and customer satisfaction.


• Support launch readiness activities and ongoing operational enhancements and optimization.

Specialty Pharmacy Coordination

• Serve as the operational liaison with specialty pharmacy partners.


• Monitor prescription processing, patient onboarding, dispensing timelines, refill adherence, and issue resolution.


• Coordinate regular business reviews with specialty pharmacy partners and track performance metrics.


• Collaborate with specialty pharmacies to resolve operational challenges and improve patient access.

CRM Administration, Data Management & Reporting

• Serve as the operational lead for the Patient Services CRM platform and data integration activities


• Coordinate system enhancements, user acceptance testing, issue resolution, and user training.


• Responsible for day-to-day data oversight & integrity including data reconciliation with SP partners and other external data sources.


• Partner with Commercial Operations and IT to improve workflows and system functionality.


• Develop routine dashboards and reports that provide visibility into program performance, patient progression, and operational metrics.


• Develop and maintain accurate documentation of all system requirements and logic, user documentation and business rule definitions across all patient support activities.

Copay & Patient Assistance Programs

• Support administration of copay assistance and financial support programs.


• Coordinate with vendors to ensure timely enrollment, eligibility determination, and benefit administration.


• Monitor utilization, budget tracking, and program effectiveness.


• Identify opportunities to simplify patient enrollment and improve financial assistance processes.

Cross-Functional Collaboration

• Partner closely with Market Access, Commercial Operations, Sales, Medical Affairs, Compliance, Legal, Finance, and IT to ensure coordinated execution of patient support initiatives.


• Support development and implementation of new operational processes as the organization grows.


• Assist with training materials and operational communications for internal and external stakeholders.

Compliance & Quality

• Ensure all operational activities comply with HIPAA, FDA regulations, company policies, and applicable legal requirements.


• Support development and maintenance of SOPs and work instructions.


• Participate in audits, quality reviews, and corrective action initiatives.


• Report adverse events and product complaints according to company policy.

Additional Responsibilities

• Support annual operational planning and budgeting activities.


• Analyze operational data and develop recommendations for continuous improvement.


• Assist with special projects and strategic initiatives as assigned.


• Perform other duties as required.

Qualifications

Required

• Bachelor’s degree in business, Healthcare Administration, Life Sciences, or a related field required.


• 3 years of experience in Patient Services, HUB Operations, Specialty Pharmacy, Market Access, or related healthcare operations.


• Knowledge of reimbursement, prior authorization, copay programs, and specialty pharmacy operations.


• Rare disease, specialty pharmaceutical, or biotechnology experience required.


• Strong understanding of patient support operations and access services.


• Excellent organizational and project management skills.


• Ability to analyze operational data and identify process improvement opportunities.


• Strong communication and relationship management skills.


• Demonstrated ability to manage multiple priorities in a fast-paced environment.


• Proficiency with CRM systems and Microsoft Office Suite.


• Ability to work independently while collaborating across multiple functional areas.


• Commitment to delivering a patient first experience.

Preferred

• Experience working with HUB vendors and specialty pharmacies preferred.


• Experience with CRM platforms such as Veeva, Salesforce, Mavens, or similar systems preferred.

Preference will be given to candidates able to work onsite in our Wayne, Pennsylvania office. Candidates based outside of the local area will be required to work in the Pennsylvania office, on average, one week each month.

This position requires approximately 30% travel, including overnight travel as business needs require.

Salary Range:$150,000 – $180,000 Annually
Actual salary may vary and will be commensurate with level of experience.

This job description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Palvella is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Building the leading therapeutics company focused on rare genetic skin diseases with no approved therapies.